Job Description – Team Lead (Technical Voice Support)
Position: Team Lead – Technical Voice
Location: Hyderabad
CTC Range: ₹6.5 LPA – ₹7 LPA
Shift: 24/7 Environment (Night Shift included)
Industry Preference: Telecom (Preferred) | Any Technical Domain
Role Overview
We are looking for an experienced and dynamic Team Lead – Technical Voice to manage and guide a team of technical support associates. The ideal candidate will have strong technical knowledge, excellent people-management skills, and the ability to deliver high-quality customer support in a fast-paced, round-the-clock environment.
Key Responsibilities
- Lead, mentor, and manage a team of technical voice support executives.
- Ensure team adherence to SLAs, KPIs, quality standards, and productivity metrics.
- Handle escalated technical issues and provide timely resolutions.
- Conduct regular team huddles, performance reviews, and coaching sessions.
- Monitor calls and provide constructive feedback to improve service quality.
- Coordinate with Quality, Training, and Operations teams to drive performance improvements.
- Prepare and analyze daily, weekly, and monthly performance reports.
- Ensure compliance with company policies, process guidelines, and customer requirements.
- Drive team engagement, motivation, and retention.
Required Skills & Qualifications
- Graduate with relevant experience.
- Minimum 2–4 years of experience in Technical Voice Support with at least 1 year as a Team Lead.
- Strong technical background (Telecom domain preferred; other technical domains acceptable).
- Hands-on experience in handling technical troubleshooting over voice.
- Excellent communication, leadership, and stakeholder management skills.
- Proven ability to manage team performance in a 24/7 shift environment.
- Comfortable working in night shifts and rotational shifts.
- Strong problem-solving, decision-making, and analytical skills.
- Knowledge of call center tools, CRM systems, and reporting metrics.
Preferred Candidate Profile
- Experience in the telecom industry (Voice, Network, Broadband, or related technical support).
- Prior experience managing technical escalations and client interactions.
- Immediate to short notice joiners preferred.
For more information reach out to HR - Neha
8008325085
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